Jacki Dennis
Laurel ,MD
Summary
A Team Leader experienced in directing activities in setting. Talented at developing strategies, setting goals and training employees. Confident and decisive when communicating goals and vision to succeed. First-class problem solver with excellent interpersonal skills.
Creative Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.
Experienced Operation Specialist/Scheduler/Dispatcher/Service Coordinator with over 20 years of experience in Customer Service. Excellent reputation for resolving problems and improving customer satisfaction.
- Enthusiastic Service Coordinator/Customer Service Representative eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Challenging tasks and training in many differ ent. Motivated to learn, grow and excel in the Customer Service Industry.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Experienced Marketing Professional offering expertise in advertising and departmental coordination. Demonstrated history of working with sales teams to achieve success in running different marketing campaigns. Proficient in Microsoft, market analysis, strategic development and gained knowledge and training in Share Point, Vizio, Micro Teams and Oracle Primavera P6 Software. Detail-oriented team player with strong organizational skills. Enterprise Planning & Controls software. Experienced with performing budget tracking against Purchase Orders or
Subcontracts. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
Work History
Service/Project Coordinator
ADT Commercial
Columbia, MD
06.2022 - 01.2024
- Managed and coordinated service teams to achieve successful completion of service and installation projects in Commercial Building.
- Managed approximately 140 incoming calls, emails and faxes per day from customers.
- Coordinate project schedules and assist with the development of scheduling reports and calendar maintenance for projects to confirm work met all requirements.
- Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
- Assist with developing, implementing and maintaining a cost management reporting data warehouse to produce program control reports and data.
- Optimized supply levels to keep stock within ideal parameters for expected needs.
- Monitored equipment, tools and system upgrades to compile data into detailed reports for upper management.
- Monitored safety compliance to maintain strict standards and protect team members from harm
- Perform budget tracking against purchase orders or subcontracts.
- Supervised team of installers and mechanics to complete work on time and to company standards.
- Evaluated final results to determine quality levels and isolate root causes of any identified faults.
- Maintained tactical control of project budgets, cost control, and timelines to keep teams on task and achieve schedule targets.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Created and maintained daily and run weekly reports for project management.
- Assist quality checks and inspections on project controls deliverables, proper tools and materials to adhere to safety guidelines.
- Created periodic reports comparing budgeted costs to actual cost.
- Assisted with cost proposal development and customer presentations.
- Maintained open communication by presenting regular updates on project status to customers.
- Developed and implemented project plans and budgets to ensure successful execution.
- Analyzed project performance data to identify areas of improvement.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Monitored project progress, identified risks and took corrective action as needed.
- Reported regularly to managers on project budget, progress, and technical problems.
- Orchestrated onboarding of new team members, ensuring seamless integration into project workflows and culture.
- Coordinated project schedules and resources to ensure timely completion of initiatives.
- Developed and maintained comprehensive project documentation for tracking progress and compliance.
- Led project meetings, providing updates and addressing challenges with effective problem-solving strategies.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Maintained database and spreadsheets with accurate inventory and status.
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
Operation Specialist
Waste Management
Upper Marlboro, MD
08.2020 - 05.2021
- Developed and updated tracking spreadsheets using Excel.
- Coached staff on daily performance and conducted evaluations to constructively address concerns.
- Managed approximately 90 incoming calls, emails and faxes per day from customers.
- Boosted customer experiences by delivering superior customer service, issue resolution and merchandising.
- Educated staff on organizational mission and goals to help employees achieve success.
- Gathered, organized and input information into digital database.
- Frequently inspected production area to verify proper equipment operation.
- Collected, arranged and input information into database system.
- Developed reporting and insights for investor relations meetings.
- Observed packing operations to verify conformance to specifications.
- Generated reports detailing findings and recommendations.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Maintained database systems to track and analyze operational data.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Conducted regular reviews of operations and identified areas for improvement.
Senior Dispatcher
ARS Rescue Rooter
Laurel, MD
11.2015 - 06.2020
- Directed investigations to verify and resolve customer or shipper complaints.
- Responded to over 70 daily caller requests with information about assistance and timeframes.
- Closely monitored dispatch board to triage and prioritize over 100 daily calls.
- Evaluated and adjusted over 100 routes based on daily needs, available workers, traffic hazards and weather
- Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Monitored vehicle locations to coordinate timely arrivals.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Scheduled and organized delivery routes.
- Communicated with customers to provide delivery updates and resolution.
Dispatcher
Mv Transporation
Beltsville, MD
01.2012 - 09.2015
- Maintained updated and detailed records of calls in physical and electronic database.
- Directed dispatching, routing and tracking of numerous fleet vehicles.
- Increased area coverage by 80 % through effective scheduling and detailed location monitoring.
- Trained over 15 new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction by 100%.
- Closely monitored dispatch board to triage and prioritize over 100 daily calls.
- Sent out drivers to assist 50 to 80 hourly callers based on locations, needs and worker availability.
- Evaluated and adjusted over 110 routes based on daily needs, available workers, traffic hazards and weather conditions.
- Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Assessed regulatory and operational risks for escalation to management.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Shift Manger
Aldi
District Heights, MD
02.2007 - 12.2011
- Trained and mentored over 35 new employees to maximize team performance.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Excelled in every store position and regularly backed up front-line staff.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Tracked receipts, employee hours and inventory movements.
- Checked building to confirm maintenance and cleaning met code and regulations.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Kept employees operating productively and working on task to meet business and customer needs.
- Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
Education
Business Administration/Management
Prince George’s Community College
Largo, MD04.2027
High School Diploma - General Studies
Park Dale High School
Greenbelt, MD05.2001
Skills
Assignment and Project Coordinating
- Problem-solving
- Attention to detail
- Quality assurance
- Conflict resolution
- Training and development
- Spreadsheet tracking
- Budget coordination
- Employee scheduling
- Cost control
- Customer service
- Project scheduling
- Team coordination
- Time management
Multitasking Abilities
Attention to Detail
Leadership
Decision Making
Teamwork and Collaboration
Excellent Communication
Team building
Customer Service
Run Reports
Active Listening
Time Management
Dependable and Responsible
Administrative Duties
Spreadsheet Tracking
Telephone Communication
Maintaining Logs
Employee Timesheet Processing
Team Leadership
Onsite Visits
Billing and Accounting Support
Status Meetings
Assigning Cases
Hazard Monitoring and Management
Data Entry
Review Data
Construction Methods
Project Organization
Project Record keeping
Primavera P6
Schedule Management
Education
false
Timeline
Service/Project Coordinator
ADT Commercial
06.2022 - 01.2024
Operation Specialist
Waste Management
08.2020 - 05.2021
Senior Dispatcher
ARS Rescue Rooter
11.2015 - 06.2020
Dispatcher
Mv Transporation
01.2012 - 09.2015
Shift Manger
Aldi
02.2007 - 12.2011
High School Diploma - General Studies
Park Dale High School
Business Administration/Management
Prince George’s Community College